Senior Incident Analyst - IT - India

Retail/ Shopping Malls
Retail/Store Management
Middle Management
Salary Description:
Job Ref:

Job no: IND2016-14
Location: Bangalore
India Head Office
IT The Alshaya eGroup is a diverse organisation supporting corporate, warehouse and retail specific IT infrastructure and systems. We have software teams creating and developing in-house applications and product teams optimising and integrating major third party solutions. The rate of growth across divisions and geographies means we are constantly evaluating how we provide robust, scalable and business enabling infrastructure and systems in line with global benchmark standards.

The Role:
The Senior Incident & Problem Analyst's role is to identify, maintain and manage incidents and problems occurring within the Alshaya IT environment. You will perform monitoring of all logged incidents and problems, supporting the organization's IT environment and ensuring incidents are brought to resolution, according to the KPIs set for IT and delivered to the business. You will apply proven communication, analytical and problem-solving skills to help identify, communicate and resolve issues in the environment and drive the efficiency and effectiveness of the incident management process.
Key responsibilities include (but are not limited to):

•Raising of Incident & Problem Reports and ensuring they are fully documented and managed to end resolution
•Reviewing incident data and detection of possible problems and raising problem records, forming a problem management team to resolve all problem records
•Producing trends analysis of recurring Problems/Incidents - extract trends, hold regular meetings with IT support groups to review recurring Problems and press for final resolutions - or escalate; produce 'Escalation Reports' on recurring issues and issues not being resolved
•Analysing incidents to assist with their classification, prioritisation and impact whilst also identifying service restoration actions to be taken
•Managing problems to ensure that they are diagnosed, logged and escalated to appropriate teams whilst ensuring accurate and appropriate communications during problem management and investigating assigned problems through to resolution or error identification
•Taking incident resolution actions to restore service to customers, including identifying causes, working with technical groups, resolving calls and raising RFCs
•Monitoring progress on the resolution of known errors, advising and coordinating the actions of others as necessary to assist with analysis and resolution actions
•Assisting with the handling of major incidents and identifying the root causes, including initiating Incident Conference Calls with all technical resolver groups to restore services as quickly as possible and ensuring communication is open between each technical group
•Calling and chairing review meetings following major incidents; issuing a written post mortem report to IT management; ensuring post mortem actions are completed in a timely manner
•Ensuring that all IT teams follow the incident management process for every incident
•Participating in audit activities related to the Incident & Problem Management process
•Driving, developing, managing and maintaining the major incident process and associated procedures, whilst monitoring the effectiveness of incident management in order to make recommendations for improvement. Qualifications & Requirements:
You will have:

•Around 2-5 years' work experience as an Incident/Problem Analyst (or Incident/Problem Manager) in a large enterprise (or managed services organisation) implementing ITIL/ITSM practices
•A University degree in the field of computer science/engineering or information systems
•Certification in ITIL v3 Foundations as a minimum
•Understanding of IT systems and IT fundamentals including the OSI reference model
•Hands-on troubleshooting experience
•Experience working in a team-oriented, collaborative environment. The ideal candidate will have the ability to analyse and diagnose incidents and problems in a methodical and timely manner, utilising detail- and fact-oriented problem solving skills as well as excellent written and oral communication skills to produce effective incident, problem and management reports and documentation. Your strong interpersonal and consultative skills will be apparent in the way you present ideas in user-friendly language and also through your ability to prioritise and execute tasks while working in a high-pressure environment.

Advertised: 23 Jun 2016 India Standard Time
Application close:

Contact Details:
Tel: .
Contact: HR Department

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